Customer Insight Lead

Há 6 dias

Guararema, Brasil MARS Tempo inteiro

**Key Responsibilities**
- Act as local manager for coaching and support junior members in the team. Work with functional managers in the global team to support the associate’s development with local sponsorship.
- Have technical leadership to develop and implement Data Analysis strategy within Digital Technology by defining architecture, process, timeline that will work across the IT areas in a phased approach
- Use Design Thinking methodology to better understand demand and approach and develop and deploy CUSTOMER INSIGHT solution for IT OPS to drive better customer experience and operational efficiency.
- Guarantee IT customer data will be captured from relevant sources (Service Now, Active Directory, CHRIS, NGCC, etc.) to have robust customer database
- Have strong partnership and collaboration with Customer Advocates, IT Operations and Digital Technology areas to ensure the Customer Insight delivered works well for every aspect
- As a result of Customer Insight and Data Analytics, come up with insights, proposals and drive the implementation to improve services and customer experience
- Lead Customer Service Reviews with IT operations Leadership and IT Business Partners to improve IT services through Customer Insight
- Provide communication and dashboard about Customer Insight and outcomes
- Lead benchmark with industry and internally to guarantee the best in class Customer Insight generation process is implemented
- Be responsible for Customer Insight education to Digital Technology, have appropriate on-boarding, off-boarding, compliance and product training
- Once Customer Insight generation solution is implemented, own tool, process and manage the solution life cycle accordingly, continuous improvement process and have a contingency plan
- Ensure Security compliance for Customer Insight solution and process delivered.
- Manage vendor to deliver Customer Insight solution on time with quality deliverable in budget.

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